We asked for and received a room facing the bay, but the room smelled a little musty. Not a biggie, but when we opened the refrigerator, there was leftover food from the last occupant. Then, in the morning when my daughter woke up in her bed, she said, "there's blood on my sheets and it isn't mine." Sure enough, there were a few dried blood spots on her sheets. Housekeeping needs an upgrade. On the good side, the front desk and restaurant staff were all very professional and friendly. When I told Shane Okumura, the Front Office Manager about the leftover food and blood, he apologized profusely and issued me some Marriott points. With the location and service, I wouldn't hesitate to stay again. I only hope housekeeping improves.
Have stayed here several times, but found the property tired and disappointing this time. Very limited food options in a food desert unless you have a car. Restaurant was not open, only Starbucks. The room was clean enough, but the room smelled. I had already changed from another room. I felt the HVAC system could use cleaning or new filter. Not sure if shuttle was operating, but would only consider staying if other options were not available.
Nice view of the bay and SFO runway. comfortable and well appointed room. Lovely atrium. Great place to stay for any early morning flight. Our disappointment was that the pool was closed for renovation. We were eager for a dip after a long road trip.
Hotel is very nice and the staff we encountered were incredibly friendly and accommodating. Special thanks to Ray and Richard who truly made our check-in and stay extra special. The lobby has incredible views of the waterfront and airport runways. Very great spot to eat and relax. The rooms are average and some parts could use a little updating. Also will be nice when the M club is open again.
I am quite disappointed to write this review. We stay at the San Francisco Airport Marriott Waterfront Hotel yearly, making this our 5th visit, but this stay was the most disappointing and perhaps stressful. I prebooked our stay using the Bonvoy app about a week in advance of our visit. We booked for May 8 until May 12. I checked in using the mobile app roughly 30 minutes before arrival and even called to confirm my check-in and request extra toiletries. Upon arrival, I went to the check-in counter to ask for additional keys since my mobile key wasn't working. A few days later, we find ourselves locked out of the room. When I went to the lobby to request new keys, the front desk worker said that we had been checked out of our room and that our stay was only booked until May 11. We spent extra time sanitizing our room and turned down housekeeping services in light of the virus. And because the system said that we were checked out, housekeeping staff or even other hotel guests could have entered our room, which could have compromised our health. While the front desk "extended" or "corrected" our stay and assured us that no housekeeping personnel or other guests were let into the room, we wanted to bring up the issue to the manager, hoping that he would have an explanation as to what had happened. We explained to the manager our frustration and anxiety. Instead of receiving a sincere apology from the manager, it felt as though we were blamed for the problem. They questioned if we made any changes and even doubted the email and app confirmation I showed them. I have screenshots of the email, and mobile confirmation for May 8 - May 12, with the checkout at 11 am. We never made any changes to our stay on the app or with anyone at the front desk. When we asked the managers what went wrong, they stated their system makes changes sometimes—knowing that it makes me think twice about staying at any Marriott hotel. What if the system changes my stay again the next time and another guest books my room? I explained this to the manager and said that I had done my part as a hotel guest (using mobile check-in, calling to confirm, and even double checking at the front desk). The manager replied that they don’t just trust guest confirmations and mainly rely on their system. If my email and app confirmation can’t be trusted, then what is the point of mobile check-in? While the manager eventually said sorry, they seemed never to understand the frustration we had. And this was just part of the problems we experienced on the trip. Since we declined housekeeping services, we would leave our trash by the door and notify the front desk that our trash needed to be picked up early in the morning. But, by afternoon, or even in the evening, our trash would still be by the door. It was left out for so long, one day, that other guests even left their trash by our door too. Additionally, since no one was at the hotel’s main entrance, three different homeless people entered the hotel lobby. Two of the homeless men used the restroom lobby, and the other incident involved the police. It's quite saddening to have to write this complaint. We usually enjoy our stay at the San Francisco Airport Marriott Waterfront and have never had any problems. The fact that the staff was inattentive to the guests' needs, was unapologetic and unsympathetic towards the booking error, which according to them was made by the hotel system, and the managers said the system could automatically make changes, makes me question if we'll stay at this hotel again. As a Bonvoy member, who has stayed at many Marriott brand hotels throughout the US and in Asia, I am usually happy with my bookings. While I might consider staying at another Marriott hotel, I certainly wont be staying at the San Francisco Airport Marriott Waterfront. Hopefully, this problem doesn't occur again.…